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    Fulfilment Policy

    Last updated: April 2026

    1. Service Description

    1.1 AI Call Services

    • Inbound Call Handling: Automated AI response system for incoming customer calls
    • Outbound Call Services: AI-powered outbound calling for authorized business purposes
    • Service availability: 24/7/365, subject to scheduled maintenance

    1.2 Service Implementation

    • Service activation within 24-48 hours of account approval
    • Initial setup and configuration period: 2-5 business days
    • Custom voice script development: 3-7 business days

    2. Service Level Agreement

    2.1 Performance Standards

    • System Uptime: 99% guaranteed availability
    • Average Response Time: <1 second
    • Call Quality: HD voice quality (minimum 16kHz sampling rate)
    • Maximum Call Queue Time: 30 seconds

    2.2 Service Monitoring

    • Real-time system health monitoring
    • Automated performance reports provided monthly
    • Call recordings available for 90 days
    • Call analytics dashboard updated in real-time

    3. Subscription Terms

    3.1 Service Plans

    • Minimum commitment period: 30 days
    • Setup fees vary by service package
    • Overage rates determined by service tier
    • Plan changes effective next billing cycle
    • Custom enterprise solutions available

    3.2 Service Coverage

    • Available in United States, Australia, Canada, United Kingdom, and New Zealand
    • Fair usage policies apply
    • Concurrent call limits based on service tier
    • Additional capacity available upon request

    4. Cancellation Policy

    4.1 Service Cancellation

    • 30-day written notice required for service cancellation
    • Pro-rated refunds for unused service period
    • Data available for download for 30 days post-cancellation
    • All call recordings purged after 90 days

    4.2 Service Suspension

    • Immediate suspension for terms violation
    • Suspension for non-payment after 5 days
    • Service restoration within 24 hours of payment
    • Three suspensions may result in service termination

    5. Refund Policy

    5.1 Service Credits

    • Service credits issued for SLA violations
    • Credits applied to next billing cycle
    • Credits expire if unused within 90 days
    • Non-transferable and non-refundable

    5.2 Refund Eligibility

    • Pro-rated refunds for service cancellation
    • No refunds for partial month usage
    • Setup fees non-refundable
    • Service credits in lieu of refunds for service issues

    6. Data & Privacy

    6.1 Call Data

    • Call recordings stored securely for 90 days
    • Data encryption in transit and at rest
    • GDPR and CCPA compliant data handling
    • Data export available in standard formats

    6.2 Privacy Protection

    • No sharing of call data with third parties
    • Automated PCI and PII redaction available
    • Custom data retention policies available
    • Regular privacy compliance audits

    7. Technical Support

    7.1 Support Availability

    • Technical support: Monday to Friday, 9 AM to 5 PM ET
    • Email support response within 4 business hours
    • Live chat available during business hours (9 AM to 5 PM ET)
    • Emergency after-hours support available for enterprise clients

    7.2 Issue Resolution

    • Critical issues: 2-hour response time
    • Major issues: 4-hour response time
    • Minor issues: 24-hour response time
    • Regular maintenance updates

    8. Customer Service Contact

    For any questions or assistance regarding our services:

    9. Service Updates

    We reserve the right to modify these service terms at any time. Any changes will be communicated via email 30 days prior to implementation. Continued use of our services after changes constitutes acceptance of new terms.

    Effective Date: 1st January 2025